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T-smiff
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lose of picture,phone and broadband

Hi, i having a ongoing issues with my package.

my tv keeps pixelating my phone line drops and my internet gets massive lag.

after several visits to the call centre and even engineer visits i am told that the problem lies with the street box overheating in the warm weather.

i was given a job ticket by some manager and told it should be repaired soon but i suspect he means when winter comes.

Has anyone else being told this or is it a load of twaddle?

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Emily_G
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Message 2 of 12
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Re: lose of picture,phone and broadband

Thank you for your post T-smiff and welcome to our community.

 

How are your services since your post? When you say your broadband is lagging is this intermittent connection or very slow service through wired connections as well as WiFi? 

 

Let us know, Emily.

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T-smiff
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Message 3 of 12
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Re: lose of picture,phone and broadband

Hello,

My services are still bad.

My TV is pixelated and jumpy then just goes blank.

My internet is very slow it is like have and old dial up connection this effects both wired and wireless connections.

My phone just disconnects.

The engineers blame the street box overheating but this still leaves me with no package in the afternoon/ evening in warm weather.

It just is not good enough i've these services for 2 yrs with no previous issues.

 

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Emily_G
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Re: lose of picture,phone and broadband

Thank you for confirming this for us, was this from previous engineer visits that you were told this was the reason? 

 

Thank you, Emily.

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T-smiff
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Message 5 of 12
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Re: lose of picture,phone and broadband

Hi,

the call centre told me there is a fault everytime.

It was after the third visit from an engineer and a conversation from his manager that i was given the streetbox overheating excuse.

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Emily_G
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Message 6 of 12
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Re: lose of picture,phone and broadband

If you were unhappy with the response from the manager this should have been escalated as per our complaint process, did this happen? 

 

Thanks, Emily.

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T-smiff
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Message 7 of 12
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Re: lose of picture,phone and broadband

Hi

At the moment i am trying to get the issue fixed through the tech. dept. but if you think it will speed things up i will make a formal complaint i was hoping to avoid the fuss.

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Emily_G
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Message 8 of 12
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Re: lose of picture,phone and broadband

If you did speak to a manager this would be the start of our complaints process already which is why I wanted to mention this. 

 

Thank you, Emily.

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T-smiff
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Message 9 of 12
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Re: lose of picture,phone and broadband

Hi 

Is there anyway of checking the progress of my issue. I have a ticket number for the fault but no one seems to know any answers.

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Emily_G
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Message 10 of 12
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Re: lose of picture,phone and broadband

If you can provide the fault ticket reference we'll get an update for you.

 

Thanks, Emily.

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